How can we tell that no one has taken ownership of an Incident before we get a complaint

By ITIL® from Experience ©

Incidents are sometimes escalated by users because they have not been addressed in a timely fashion. Upon review, it is sometimes due to the fact that no one took ownership for its resolution.

Every now and then incidents bounce around in the organization. An incident is assigned to a group or an individual who then re-assigns it somewhere else as they are not responsible for it. Then, that group does the same and so on. It has entered a "black hole." Sometimes this can go on for quite some time before it finds an owner.

To proactively discover these situations before someone complains to get service, configure the ITSM Tool to send an email to the Service Desk Manager, Supervisor, Queue Monitor or a distribution list when the Incident has been re-assigned more than 3 or 5 times. This enables someone or a Manager to intervene before a crisis develops.

Some tools have such a feature. Some call it the "Buckcount" while others call it the “Re-assignment Notification.” If the ITSM tool does not have this feature it might be worthwhile to develop a scheduled report that emails the results every two hours or to develop a script that sends an email each time the re-assignment threshold is exceeded.

This method helps organizations that have not implemented SLAs or that are not monitoring response and resolution times to increase client satisfaction by avoiding losing requests.

Last updated on: 2015-05-03
Published on: 2012-09-18

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